Brittany Ferguson - Leading and scaling support teams in the age of AI!

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Decoded by Threado AI

Threado

49 episodes

9 months ago

Welcome to Decoded by Threado where we chat with founders, support and community leaders. We talk about how to do great customer/community support at the intersection of AI, unpack unconventional methods to do support and community building. Together, we dissect, decode, and dive deeper into how they had successfully built stellar teams before and/or building them now. We are building an exclusive community for founders, support and community leaders. Join - https://www.threado.com/community

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Entrepreneurship

Business,

Marketing

Brittany Ferguson - Leading and scaling support teams in the age of AI!

Decoded by Threado AI

49 minutes

1 year ago

Brittany Ferguson - Leading and scaling support teams in the age of AI!

🤙 About the guest - Brittany is a seasoned customer support leader with over a decade of experience. She's held support leadership roles at companies like Brio Systems, Nerd Fitness, and Fracture. She's also been the director of event operations at Support Driven.

🤙 Timestamps -

01:41 - Brittany's serendipitous journey
03:47 - Her early experiences in marketing and journalism
05:17 - The inverted pyramid framework to leading more efficient teams
07:19 - Evolution of a support team from a leader's perspective
11:30 - The nuances of e-commerce support
14:37 - Avoiding burnout as a support leader
17:34 - Challenges of a support leader
22:33 - Selecting the right tools for your team
27:28 - The evolution of AI in support
37:19 - How support leaders should ramp up their skills with the changing times
43:24 - Advice for people starting in the support space
46:50 - The rapid-fire segment

🤙 Where to find Brittany - https://www.linkedin.com/in/fergusonbrittany/